AI Program Lead – Customer Experience
| Company | Lightspeed Commerce |
|---|---|
| Location | Montreal, QC, Canada, Toronto, ON, Canada |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- 4+ years in roles involving AI, automation, or digital transformation—ideally within customer experience, customer support, or operational excellence functions.
- Experience developing or contributing to an AI strategy—bonus points if you’ve built something from scratch or had to influence leadership on what “good” looks like.
- Proven track record of rolling out AI-powered solutions or automated workflows that delivered measurable business impact (e.g. time savings, deflection, NPS improvement).
- Hands-on experience with AI-enabled platforms in the CX ecosystem (e.g. Intercom Fin, Zendesk bots, ChurnZero, Cobrowse) or with low/no-code platforms (Zapier, Make, OpenAI, etc.).
- Demonstrated success influencing cross-functional stakeholders and driving adoption across diverse teams—especially when you didn’t have direct authority.
- Familiarity with change management, pilot testing, and the iteration cycle of launching new tech in complex orgs.
- Strong problem-solving chops and an eye for identifying high-leverage, high-impact opportunities where AI can elevate the human experience.
Responsibilities
- Set the AI vision for Customer Experience: Define what great looks like, where we’re headed, and how AI will get us there across Support, Implementation, Onboarding, and Customer Operations.
- Build the roadmap and drive execution: Prioritize and own high-impact AI opportunities across our tech stack and new solutions. You are responsible for the what and the how.
- Maximize impact of current tools: Audit and optimize our AI-enabled platforms (e.g. Intercom, Zendesk, ChurnZero) to ensure we’re extracting full value.
- Identify whitespace and lead pilot programs: Bring in new tools or build AI-powered workflows to reduce manual work, improve customer experience, and increase efficiency.
- Act as a strategic partner to cross-functional teams: Collaborate with Enablement, Content, Tooling, Process Optimization, and frontline leaders to influence how AI is used to meet key goals (like support deflection, onboarding efficiency, CSAT).
- Champion internal adoption: Help teams trust, use, and benefit from the AI solutions you implement.
Preferred Qualifications
- Running time-saving audits with teams to uncover manual work ripe for AI automation—and then helping them fix it.
- Acting as the internal “Oz” behind the curtain—advising leadership on what’s possible while empowering operators to drive change with AI at their side.
- Leading early adoption of emerging trends, tooling, and frameworks in the AI-for-CX space.
- Educating and enabling teams on responsible AI use and change management best practices.
- Creating internal documentation, proof-of-concepts, and playbooks to scale what works.